Archived: Starcross Trading Ltd T/A Bears

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed two quality statements around kindness, compassion and dignity and workforce well-being and enablement. Staff provided support to patients in a timely, professional way. We observed staff giving reassurance to patients. Patients we spoke with told us they were given compassionate and dignified care. During the inspection, we observed warm, open and positive interactions between staff and patients.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Patients we spoke with confirmed that staff treated them with kindness, compassion, dignity and respect. All patients we spoke with told us ambulance crews were respectful and caring. Staff were passionate about providing good experiences for patients and building relationships with patients who regularly used the service.

Patients we spoke with confirmed that staff treated them with kindness, compassion, dignity and respect.

Staff were passionate about their work and spoke of good teamwork in a patient-centred environment. We observed positive and supportive relationships between staff at all levels within the service. The service had a caring culture. Staff we spoke with told us they felt valued and were treated fairly and equally. Staff commented on how their cultural needs were taken into consideration such as being allowed time for prayer or to attend family issues and emergencies.

We observed staff on a visit to a patient and noted the staff member was very respectful of being in the patient’s home and explained the care they were going to deliver to the patient and what they could expect. Staff involved patients in decisions about their care and treatment and transportation needs. Patients told us they felt comfortable asking questions and felt involved in their journey plan. Staff were enthusiastic about providing good experiences for patients and building relationships with patients who regularly used the service. We observed crews being friendly, calm, and attentive to the patients. All patients we spoke with told us ambulance crews were respectful and caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff we spoke with were positive about the leadership team and told us that managers were approachable and visible. Staff knew the different managers and their areas of responsibility. Staff said they felt supported and gave examples of when they had received support with personal circumstances. Staff told us that the service would provide same sex crews for patients if required.

There was a clear management structure with lines of responsibility and accountability. Staff were aware of the diversity of patients they transported and respected religious, cultural and other needs, including those patients with dementia.